EP3504869A4 - Contact center system and method for advanced outbound communications to a contact group - Google Patents

Contact center system and method for advanced outbound communications to a contact group Download PDF

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Publication number
EP3504869A4
EP3504869A4 EP17847272.6A EP17847272A EP3504869A4 EP 3504869 A4 EP3504869 A4 EP 3504869A4 EP 17847272 A EP17847272 A EP 17847272A EP 3504869 A4 EP3504869 A4 EP 3504869A4
Authority
EP
European Patent Office
Prior art keywords
contact
center system
outbound communications
advanced
contact center
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
EP17847272.6A
Other languages
German (de)
French (fr)
Other versions
EP3504869A1 (en
EP3504869B1 (en
Inventor
Theodore Wallace Mitchell
Christopher John Decker
Daniel S. Stoops
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP3504869A1 publication Critical patent/EP3504869A1/en
Publication of EP3504869A4 publication Critical patent/EP3504869A4/en
Application granted granted Critical
Publication of EP3504869B1 publication Critical patent/EP3504869B1/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1863—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast comprising mechanisms for improved reliability, e.g. status reports
    • H04L12/1868—Measures taken after transmission, e.g. acknowledgments
    • H04L12/1872—Measures taken after transmission, e.g. acknowledgments avoiding ACK or NACK implosion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1881—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast with schedule organisation, e.g. priority, sequence management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1895—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for short real-time information, e.g. alarms, notifications, alerts, updates
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/214—Monitoring or handling of messages using selective forwarding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/23—Reliability checks, e.g. acknowledgments or fault reporting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2072—Schedules, e.g. personal calendars
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/12—Messaging; Mailboxes; Announcements
    • H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
EP17847272.6A 2016-08-29 2017-08-25 Contact center system and method for advanced outbound communications to a contact group Active EP3504869B1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US15/250,323 US9979823B2 (en) 2016-08-29 2016-08-29 Contact center system and method for advanced outbound communications to a contact group
PCT/US2017/048724 WO2018044733A1 (en) 2016-08-29 2017-08-25 Contact center system and method for advanced outbound communications to a contact group

Publications (3)

Publication Number Publication Date
EP3504869A1 EP3504869A1 (en) 2019-07-03
EP3504869A4 true EP3504869A4 (en) 2019-08-14
EP3504869B1 EP3504869B1 (en) 2024-03-13

Family

ID=61244035

Family Applications (1)

Application Number Title Priority Date Filing Date
EP17847272.6A Active EP3504869B1 (en) 2016-08-29 2017-08-25 Contact center system and method for advanced outbound communications to a contact group

Country Status (6)

Country Link
US (2) US9979823B2 (en)
EP (1) EP3504869B1 (en)
AU (1) AU2017318989B2 (en)
CA (1) CA3034102C (en)
NZ (1) NZ750721A (en)
WO (1) WO2018044733A1 (en)

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9979823B2 (en) * 2016-08-29 2018-05-22 Genesys Telecommunications Laboratories, Inc. Contact center system and method for advanced outbound communications to a contact group
WO2018118983A1 (en) * 2016-12-19 2018-06-28 Interactive Intelligence Group, Inc. System and method for managing contact center system
US20180276676A1 (en) * 2017-03-24 2018-09-27 Microsoft Technology Licensing, Llc Communication conduit for help desk service
US10135981B2 (en) 2017-03-24 2018-11-20 Microsoft Technology Licensing, Llc Routing during communication of help desk service
US10182156B2 (en) 2017-03-24 2019-01-15 Microsoft Technology Licensing, Llc Insight based routing for help desk service
US10812435B2 (en) * 2018-02-28 2020-10-20 Ringcentral, Inc. Systems and methods for suppressing repetitive notifications about messages in messaging groups
US10419607B1 (en) * 2019-02-06 2019-09-17 Capital One Services, Llc Identifying a media item to present to a user device via a communication session
US20200265485A1 (en) * 2019-02-15 2020-08-20 Highradius Corporation Customer relationship management call intent generation
US11283925B1 (en) * 2020-01-10 2022-03-22 Noble Systems Corporation Pacing limited-content text messages

Citations (2)

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EP1508890A1 (en) * 2002-05-29 2005-02-23 Mitsubishi Denki Kabushiki Kaisha Communication system
US20160232495A1 (en) * 2015-02-10 2016-08-11 Education Planet Limited Appointment Invitation Method and System

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US5586179A (en) * 1993-03-17 1996-12-17 Davox Corporation System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system
US20050002515A1 (en) * 1999-07-13 2005-01-06 Mewhinney Brian E. Dialing techniques for a contact center
WO2002035804A2 (en) * 2000-10-23 2002-05-02 Statham Steven W Retrieval of data related to a call center
US6850602B1 (en) * 2002-03-27 2005-02-01 Avaya Technology Corp. Method and apparatus for answering machine detection in automatic dialing
US9398152B2 (en) * 2004-02-25 2016-07-19 Avaya Inc. Using business rules for determining presence
KR100631696B1 (en) 2004-04-09 2006-10-09 엘지전자 주식회사 Taxi call system and method using multimedia message of mobile communication terminal
US8112306B2 (en) * 2006-02-22 2012-02-07 Verint Americas, Inc. System and method for facilitating triggers and workflows in workforce optimization
US8170930B2 (en) * 2006-07-20 2012-05-01 Metavante Corporation System and method for automated notification
US8166126B2 (en) * 2007-09-18 2012-04-24 Cassidian Communications, Inc. System and method for distributing notifications to a group of recipients
CN101287201A (en) * 2008-05-26 2008-10-15 华为技术有限公司 Method and device for implementing message service
US8315370B2 (en) * 2008-12-29 2012-11-20 Genesys Telecommunications Laboratories, Inc. System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements
US9621714B2 (en) * 2009-01-27 2017-04-11 Value-Added Communications, Inc. System and method for electronic notification in institutional communication
US9294421B2 (en) 2009-03-23 2016-03-22 Google Inc. System and method for merging edits for a conversation in a hosted conversation system
KR101044069B1 (en) 2009-04-20 2011-06-27 주식회사 메가디코 Calling terminal of taxi and Server for providing taxi call information
JP2013540407A (en) * 2010-10-21 2013-10-31 マイクロ マクロ アセッツ エルエルシー System and method for maximizing call transfer rate efficiency
US20120101867A1 (en) * 2010-10-25 2012-04-26 Zgardovski Stanislav V System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
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Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1508890A1 (en) * 2002-05-29 2005-02-23 Mitsubishi Denki Kabushiki Kaisha Communication system
US20160232495A1 (en) * 2015-02-10 2016-08-11 Education Planet Limited Appointment Invitation Method and System

Also Published As

Publication number Publication date
CA3034102C (en) 2022-02-01
US9979823B2 (en) 2018-05-22
NZ750721A (en) 2020-05-29
WO2018044733A1 (en) 2018-03-08
US20180063329A1 (en) 2018-03-01
EP3504869A1 (en) 2019-07-03
US20180270353A1 (en) 2018-09-20
CA3034102A1 (en) 2018-03-08
US10264126B2 (en) 2019-04-16
AU2017318989B2 (en) 2020-08-13
EP3504869B1 (en) 2024-03-13
AU2017318989A1 (en) 2019-04-18

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